new: soul knowledge base
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Giftcards & Promotions
Customer FAQs
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Existing Bookings
First Time at new:soul
New Membership
My Membership
Services & Treatments
Giftcards & Promotions
Pricing & Payment
Facilities & Studio Information
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new: soul knowledge base
Customer FAQs
Giftcards & Promotions
Customer FAQs
New Bookings
Existing Bookings
First Time at new:soul
New Membership
My Membership
Services & Treatments
Giftcards & Promotions
Pricing & Payment
Facilities & Studio Information
Customer FAQs
Explore our frequently asked questions or search for your question in the search bar!
New Bookings
How do I book a session at new:soul?
How much does a treatment cost?
Can I walk in, or do I need to pre-book?
How far in advance can I book at new:soul?
Can I join a waitlist, and when will I be notified if a spot opens up?
What do I do if there are no slots available?
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Existing Bookings
How can I reschedule my appointment?
How can I cancel my appointment? (Member)
How can I cancel my appointment (Non-Member)
I got sick last minute - can I reschedule my appointment?
My therapist got sick - what happens now?
Do I need to bring anything to my massage appointment?
When should I arrive at the studio?
Where can I add if I have a special injury?
Why isn’t my tipping link working?
How can I leave a rating for new:soul or my therapist?
I am not satisfied with my massage - how can I report an issue?
Can I shower after my session?
Can I choose my therapist when booking?
Can I switch to a female therapist?
Can I add-on some specific products to my massage?
Can I change the type of massage I booked?
Can I extend my massage length?
I have a nut allergy - where can I mention that?
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First Time at new:soul
First time at new:soul - what should I expect from my session?
First time at new:soul - do I need to prepare anything?
Do I have to be naked during my massage session?
What are the guidelines I should follow during my visit at new:soul?
New Membership
What is the new:soul membership? How does it work?
Why should I become a new.soul member?
How much can I save with a membership?
What types of memberships are available?
How do I sign up for my membership?
What are the membership policies?
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My Membership
How do I manage my membership profile?
How far in advance can I book as a member?
Where do I see my remaining minutes in my membership profile?
Why do I have negative minutes in my account?
What are the billing and renewal terms for memberships?
How can I cancel my membership?
Can I use my minutes to book for someone else?
Can I pause my membership?
What happens to my minutes when pausing my membership?
Do I need to pay extra for special massages with my membership?
Can I use my minutes at all studios across Germany?
Can I share a membership with someone else?
Can I roll over my minutes to the next month?
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Services & Treatments
How can I leave a tip for my therapist?
When is it not recommended to book a massage treatment?
What treatments are offered at New Soul?
Can I bring my kids to a massage?
Can I bring my dog to a massage?
How old do I need to be to receive a massage treatment at new:soul?
Which massage technique are used at new:soul?
Do you offer Thai Massages at new:soul?
Do you offer specialized treatments, like sports recovery or relaxation?
Do you offer a special massage for pregnant women?
How long is the actual massage time?
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Giftcards & Promotions
Can I gift someone a massage at new:soul?
Do giftcards expire?
Can I use giftcards for all studios?
How does the Refer a friend work?
Do you offer corporate giftcard deals?
Why is my gift voucher not working?
Can I combine gift vouchers?
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Pricing & Payment
Why is there an additional charge for special massages?
What payment methods are accepted at New Soul?
How do I change my payment method?
What do I do if my payment fails?
Why did the booking in my basket disappear?
What are the refund and cancellation policies?
How long does it take for the refund to arrive in my account?
Can I get a refund for my add-ons and tips as a member?
How can I get an invoice for my massage?
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Facilities & Studio Information
Where are New Soul studios located?
What are the opening hours of the new:soul studios?
Is parking available at the studios?
Are the studios accessible i.e. barrier free?
Which amenities are available at new:soul?
What are the hygiene standards at New:Soul?
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